Symposium Reporting Question 1

[Steviebgood]

Hi There,

I am trying to find out what the difference is between
Average wait on Hold
to
Average Answer time
and
the definition for both.

I also would like to know if there is a book stating how each canned report is pulling the data and how the formulas work within each report (what criteria is being pulled)

If someone can help me out that would be great.

 

[DancingDave]

There is a PDF that should come with your install called reports.pdf.

It details each report type (by group i.e. agent reports, skillset reports etc.), the fields that are in each report, how that field is calculated. If you then take the component statistics that make up the formulae and look these up in the index it will give you its definition.

It's very thorough; I use it on a regular basis.

 

[Steviebgood]

Hey DancingDave,

Thank you for your assistance but I cannot seem to find the reports.pdf that came with the install. Do you know where I can get this pdf document.

Thanks
Steven

 

[sandyml]

You should have a documentation CD that also came with your system. The "Historical Reporting and Data Dictionary" is on there.

 

[DancingDave]

Alternatively, if you have access, you can download support docs from the Nortel website

 

[PascalHL]

Hi

i may be too late, but according to what you did write, you're looking at Agents datas

The 'on hold' is when the agent do put back the caller on waiting on music, after answering him : it's part of the call, but with no talk.

I've difficulty to understand (as my reports are now in french) if your 'Answer Time' is the 'Ring Time' (how long did the agent take to answer manually to the ring), or the 'Talk Time' (how long was the overall Acd call).

All the average in CCS are simple math ones.

So far, don't have book, but training courses help

Hope it will help
PG